SPARKS! Blog

SIMON SAYS: Lead Service With Intention

When a service misstep occurs, it’s easy to place blame on front-line employees. After all, they’re the ones with direct contact with the dissatisfied customer. When faced with an opportunity to correct a situation, leaders often asses blame and administer corrective action in the form of “don’t do this, do that.”

The problem with this method is that it’s entirely possible those employees were modeling the behavior they believed to be appropriate based off what they observe from their leaders.

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Spark #17: Misery Does Not Love Company. Happiness Does!

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line. 

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Spark #16: Part 5 of Organizational Communication: Make it EASY!

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line. 

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Spark #15: Part 4 of Organizational Communication: Customized Messages

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line. 

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Spark #14: The 5 C’s of Organizational Communication Part 3: It’s Time to Get in a Rhythm

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line. 

We’re plowing full steam ahead in Part 3 of our 5 C’s of organizational communication. Parts 1 and 2 are dedicated to ensuring your staff receives comprehensive and consistent communication during organizational changes, updates, or new initiative roll-outs. These inspired campaign strategies are implemented with the ultimate goal of fostering a team brimming with engaged, empowered and informed employees who are ready to represent your organizational mission.
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Spark #13: The Second “C” of Communication: Consistent Communication

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.

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Spark #12: The 5 C’s of Organizational Communication Part 1: Are Your Employees “In the Dark?”

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.

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Spark #11: Monster Service Ideas for Halloween and Beyond!

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.

All business leaders have the same goal in mind: to develop trust among employees and build a loyal following of satisfied clients along the way. Today’s customers have service expectations higher than ever before, so accomplishing this goal is easier said than done. The key to SUCCESS? Providing consistent, thoughtful service, of course.

However, finding ways to keep these customer service messages fresh, upbeat, and interesting to your employees throughout the year can be a real challenge. After all, what good is your message if it falls on deaf ears?

Leaders can leverage ANY holiday to theme customer service messages that awaken even the most tired programs. Conveniently, holidays pop-up every few months, giving you plenty of opportunities to reinforce your most important business strategy. Take Halloween for example. A world without exceptional service? Now, that’s just plain scary!

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Spark #10: Leaders Create Leaders, Managers Produce Followers

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.

It’s been said that employees don’t quit their job, they quit their boss. We’ve all been in the working world long enough to know that, unfortunately, truly exceptional leaders are hard to come by. Not only does this result in disheartened employees, it’s remarkably bad for business. 

Here’s the thing: Leaders produce leaders and managers produce followers. Truly inspired leadership is more than being in charge and managing people — especially when it comes to service. Without great leadership, you can kiss happy customers goodbye. 

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Spark #9: Salvage Disastrous Experiences by Offering Alternatives

Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.

Most of us can confidently profess that the good moments outweigh the bad ones in our lives. But in the world of service, the OPPOSITE is usually true. It’s often the BAD that outweighs the good as we recall our customer experiences.

In fact, when we look back on all the service experiences we’ve had in our lifetime, they likely boil down into two categories; “yes” and “no”. One reaction leaves customers feeling elated and cared for, while the other ignites fury and confusion.

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